Transfer Agency – Senior Administrator
Transfer Agent Senior Administrator with Italian, French or German
Investor Contact Centre /Shareholder Services
PURPOSE
The successful candidate will be responsible for delivering a high quality service to this company’s Dublin Shareholder Services clients. The administrator will be expected to handle a high volume of queries and will be expected to respond accurately and timely and within agreed SLA’s (Service Level Agreements).
PRIMARY RESPONSIBILITIES
OPERATIONS
- Answer standard and ad-hoc Investor and distributor queries as requested
- Answer the telephone in a professional and knowledgable manner ensuring excellent investor experience.
- Generate standard and ad-hoc Client and Regulatory reporting as requested.
- Assist other team members with the documentation receipt process, as requested.
- Liaise with other SHS teams to ensure a timely resolution to queries /requests
- Ensure procedures and checklists are updated and adhered to.
- Participate in any projects assigned.
- Actively participate in team workshops and weekly meetings.
QUALITY CUSTOMER SERVICE
- Provide high quality customer experience by responding promptly and accurately to all enquiries received by the team in accordance with agreed Service Level Standards and/or as assigned by the Supervisor or Manager.
- Advise Manager of all issues, ensuring closure of same and suggest resolution where possible.
- Ensure all queries are managed through CRM application in a timely manner
TEAMWORK / EFFICIENCY
- Participate in cross-training for developmental and back-up purposes.
- Support and assist other team members during high volumes and staff shortages.
- Ensure that recurring client issues are noted and advised to manager.
- Demonstrate strong awareness and acceptance of deliverables by offering assistance and/or sharing of knowledge.
AUTHORITIES, IMPACT, RISK
- Adherence to agreed deadlines, accuracy of processing and interpretation of investor requests and instructions.
- Key point of contact for Investors and Distributors.
- Position is key to ensuring efficient workflow within the group
EXPERIENCE REQUIRED
Essential
- Some experience in a Shareholder Services or similar environment, with customer servicing experience
- Some experience in liaising with Investors, Distributors and Clients on SHS matters would be advantageous.
- Good knowledge of the Funds Industry.
- Proficiency in French, Italian or German.
Not Essential but preferred
- Experience in call centre environment of a Transfer Agency or financial services industry in an operations environment.
COMPETENCIES
Technical
- Some experience in a Shareholder Services or similar environment.
- Computer literacy including Microsoft Office products
- Fluent English – both verbal and written communication.
- Proficiency in French, Italian or German.
- Knowledge of anti-money laundering requirements would be beneficial.